help agents perform at maximum ability.

Management Overview

Tools to monitor your operations and train your agents

The need for Quality Management tools is not a new concept. Good QM is the cornerstone of a well run contact center. Quality drives customer satisfaction, which leads to customer loyalty and higher ROIs and profits.

Aheeva’s QM is a proven platform that enables a short feedback loop so that your management team can ensure that agents have the necessary skills, the attitude and the motivation to meet you organization’s objectives.

Features

Empower managers with actionable operational results in real-time

Interact with Agents

Manage your contact center and interact with agents from anywhere there is Internet

Real-time feedback

More effective supervisors that have the tools to deliver real-time feedback to agents

Productivity

Actively manage and measure the quality and the productivity of daily operations

Customer Service

Increase contact quality and deliver better customer service

Live coaching

Real-time dashboards & Live coaching.

100% web-based

100% web-based company

Features

Our clients are able to increase end-user productivity without sacrificing usability.

Facilities

technology by focusing on 3 key areas

Live Listening Platform

Whisper “in private conversation” to provide tips to the agent without the customer hearing

Evaluate the agent’s training level and skills

Audio Recording & Playback

Record the calls in WAV or MP3 format and comply with the PCI –DSS standards (avoiding the recording of sensitive credit card -related information, optional encryption of recording, no special recording equipment is required)

Store the recordings and retrieve them using flexible search criteria such as agent group, agent, date, phone number, sales and campaign data

Replay video recordings to view the information entered by the agent in the customer’s information page or in other applications

Evaluation System

Create as many evaluation criteria as you wish

Create various possible answers for the open-ended questions

Group questions together and score every answer

Evaluate your agents on precise and modifiable criteria for the various campaigns

Let’s get started

Are you ready for a better, more productive business?

Stop worrying about technology problems.
Let us provide the support you deserve.